Tier 2 Support Specialist

Sprezzatura Management Consulting • Remote, US,

18h • Remote

About The Position

The Tier 2 Support Specialist provides advanced technical support, incident resolution, and system troubleshooting for VA users, applications, and infrastructure. In this role you will serve as the escalation point between Tier 1 service desk teams and Tier 3 engineering teams, ensuring timely resolution of complex issues impacting mission‑critical VA operations. The specialist works within VA OIT processes, adheres to TRM‑approved technologies, and supports secure, compliant IT service delivery for Veterans and VA staff.

Requirements

• Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 3+ years of technical support or system administration experience.
• Experience supporting federal agencies (VA, DoD, HHS, DHS, etc.).
• Strong troubleshooting skills across OS, networks, applications, and identity management.
• Familiarity with ITSM tools such as ServiceNow.
• Understanding of federal cybersecurity frameworks and secure support practices.
• U.S. Citizen or Permanent Resident (Required)

Nice To Haves

• Experience with VA systems (VistA, CPRS, VBMS, VA.gov, IAM, TRM‑approved tools)
• Certifications such as Security+, Network+, A+, ITIL, Microsoft, or equivalent
• Experience with T4NG/T4NG2, VA modernization, or VES transformation programs
• Experience supporting cloud, VDI, or enterprise monitoring tools

Responsibilities

• Provide Tier 2 support for escalated incidents, service requests, and problem tickets across VA systems
• Troubleshoot issues related to networks, applications, and user access
• Resolve issues involving Active Directory, Group Policy, MFA, VPN, and identity/access management
• Support VA‑approved applications such as VistA, VES, VA.gov services, ServiceNow, and enterprise tools
• Diagnose and resolve issues related to Windows/Linux OS, software installations, and configuration errors
• Support patching, updates, and remediation activities in coordination with Tier 3 and engineering teams
• Assist with system performance issues, connectivity problems, and application failures
• Perform root‑cause analysis and document findings for recurring issues
• Ensure all support activities comply with VA cybersecurity policies, FISMA, NIST 800‑53, and Zero Trust principles.
• Support ISSOs with vulnerability remediation, audit requests, and continuous monitoring tasks.
• Maintain secure handling of sensitive Veteran and employee information in accordance with VA privacy standards.
• Collaborate with Tier 1 service desk teams to ensure accurate triage and escalation
• Communicate clearly with VA staff, PMs, CORs, and technical teams regarding issue status and resolution
• Provide guidance and knowledge transfer to Tier 1 teams to reduce future escalations
• Participate in Agile ceremonies and cross‑functional meetings as needed
• Document troubleshooting steps, resolutions, and workarounds in ServiceNow or VA‑approved ITSM tools
• Create and maintain knowledge base articles, SOPs, and user guides
• Support change management processes, including RFC submissions and CAB participation
• Assist with cloud‑hosted application support in AWS, Azure, or VA Enterprise Cloud environments
• Support VDI platforms (VMware Horizon, Citrix) and remote access technologies
• Participate in modernization efforts involving VES, VistA integrations, and enterprise application upgrades

Benefits

• Medical, Dental, and Vision
• Health Saving Account (when enrolled in eligible plan) with Company contribution
• Company paid Life, Accidental Death, Short-term & Long-term Disability
• Voluntary Accident, Hospital Indemnity, & Critical Care Insurance
• Voluntary Medical & Dependent Care Flexible Spending Accounts
• Accrued Paid Time Off & Company Paid Holidays
• 401(k) Retirement Plan with Company match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree